How to support NetID email access

Description

This article contains common issues and troubleshooting steps for NetID administrators to help applicants, students, staff and associates with issues accessing their CSU email.

Applicable to

Fort Collins and Pueblo staff who are NetID administrators
Admissions, The Hub for Student Services, Human Resources and Help Desk staff

Prerequisites

Verify the client's identity.

Instructions

Select Menu > Person Admin > Person Info to view the client's information in the NetID website, including their CSU Affiliations, NetID Account Life Cycle State, Email Addresses, and Microsoft 365 License Group.
Check that their Life Cycle State is Active Account or Expiration Cycle.
- If not, see the appropriate article How to support NetID activation or How to support NetID expiration.
Confirm with the client that they are able to log in to the NetID website.
- If not, see the article How to support NetID password recovery.
Select Menu > Person Admin > Email Alias.
- If they do not have an active, primary email alias, walk them through the article How can I view or change my email alias.
- If their active, primary email alias ends in @rams.colostate.edu, they currently have a Google Workspace for Education @rams account and can use the same process to permanently change their primary email address to a new Microsoft 365 account.
If they cannot change their own email alias, NetID Partial Admins can change it for them.
(If you are not a NetID Partial Admin, contact a NetID Partial Admin in the NetID Administrators list, or contact Admissions or Human Resources.)
1. From the top menu, select Admin > Person Search.
2. Search for the client by CSU ID, NetID, name, or CSU email address.
3. In the search results, click the client's name to view their account details and any existing email aliases.
4. Select Menu > Person Admin > Email Alias.
5. Enter their preferred email alias and click Save.
  - If they have an @rams account, their new alias will default to a Microsoft 365 account.
6. Inform them that their new email alias has been created.
If they have an email alias but Microsoft 365 Outlook login fails with an error, ask for the error message.
1. Check that they are logging in with their NetID@colostate.edu as the username and their NetID password.
  - Wrongly entering their First.Last@colostate.edu produces the error "This username may be incorrect".
  - Wrongly entering only their NetID produces the error "We couldn't find an account with that username".
  - Entering an invalid NetID password produces the error "Your account or password is incorrect".
2. Select Menu > Person Admin > Logs and check that their email alias was created or updated and sent to the email queue.
3. Check the Email Addresses section that their Microsoft 365 License Group exists and has the correct value:
  - Student M365 License with Outlook Email
  - A5 Faculty M365 License (Faculty, Staff, Emeritus)
  - Associates M365 License
  - Retiree M365 License
4. Select Menu > Person Admin > Active Directory and check that they have an Active Directory account with at least one SMTP entry in Proxy Addresses of the format NetID@colostate.edu or NetID@csupueblo.edu.
5. If not,
  1. Select Menu > Person Admin > Reconcile Account and click Reconcile.
  2. Wait a few minutes and re-check their Microsoft 365 License Group and Active Directory account.

Outcome

Creating a new Microsoft 365 account may take up to two hours for the account to be ready for use.
- The client should then be able to log in to their Microsoft 365 account and access their Outlook email.
Changes to an email alias may take up to two hours to propagate across all systems.
- The client's email alias should then appear in Microsoft 365 (Outlook, Teams), the CSU Online Directory, Canvas, and other systems.
- (The email aliases of some clients are in Gmail if they previously set up a Google Workspace for Education @rams account as their primary email address.)